Head of Customer Support
About the job
- At least 7 years of experience in customer support or customer experience in the mobile game industry, including at least 3 years in a leadership role.
- Proven experience scaling support operations in mobile games.
- Deep familiarity with support tools.
- Strong analytical skills and the ability to use data to make decisions and drive improvements.
- Leadership and people management skills.
- Communication and collaboration across departments.
- Must be based in the United States.
- Build and scale a world-class customer support organization.
- Define and execute support strategy across all player touchpoints, ensuring consistency and quality.
- Implement tools, automation, and processes to improve efficiency, scalability, and self-service options.
- Track and optimize key performance indicators to drive continuous improvement.
- Oversee sensitive cases involving payments, fraud, and responsible gaming, ensuring compliance with regulatory standards.
- Collaborate with the product team to deliver safe and engaging player experiences.
- Represent the player’s voice and ensure their perspective informs product and operational decisions.
About the company
Pulse Games runs a mobile platform for skill-based competitive gaming where players can win real money. It uses an advanced matchmaking system to pair opponents of similar skill for fair matches and offers both free-to-play and paid cash tournaments. Payments are processed securely through partners like PayPal, Visa, and Mastercard with PCI DSS compliance, and the platform takes a rake from prize pools. The games focus on 2-player competitive board titles that are cross-platform and mobile-friendly, with a league system that advances players from Bronze to Master based on performance and seasonal leaderboards. Its goal is to provide a real-time competitive gaming space with monetization options and a clear ranking ecosystem for players.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
N/A
Founded
2024
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Simplify's Take
What believers are saying
- August 2026 terms and App Store updates show active product iteration.
- Pulse maintains live iOS and Android listings, signaling ongoing distribution access.
- Skill-based positioning with leaderboards supports repeat play and monetization from competitive users.
What critics are saying
- Apple labels Solitaire Manor with frequent contests and gambling, inviting stricter scrutiny.
- Real-money play is unavailable outside the United States, limiting Pulse's addressable market.
- Any adverse U.S. skill-game ruling or payment partner cutoff could kill the business.
What makes Pulse Games unique
- Pulse Works Limited markets skill-based real-money games, not casual ad-only entertainment.
- Its August 2026 terms limit real-money play to U.S. users, sharpening regulatory positioning.
- Solitaire Manor emphasizes strategy, speed, competition, and skill-based matchmaking.
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Benefits
- Remote Work Options